"Prompt and efficient service at the..."

About: Royal Free Hospital

What I liked

Prompt and efficient service at the blood clinic

What could be improved

Communication with patients. I have been given an incorrect letter for a 'telephone clinic' in 3 months time. No one explained what a telephone clinic was and I was asked to bring this letter along to the appointment. In the event I have been waiting more than 3 months and my gp received a letter staying that I 'failed' to contact the hospital despite turning up in person for the appointment on the day!!! No one at the reception could help. The receptionist admitted that this happens regularly as the administrative staff fail to inform patient what the 'telephone clinic' is. My gp tried to arrange an appointment but has been informed that the earliest available date is in April.

I wish staff would act on such mistakes immediately and prevent this from happening in the future. From what I could see no one was doing anything about this and patients are still kept in the dark and making uncessary trips to the hospital and then are blamed for this.

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››